I learned many lessons in my first years helping clients with their social media marketing - back in the day - that’s why I have so much advice these days! Learned those lessons the hard way.
One of the reasons I talk about client communications SO much is sometimes the enthusiasm for an upcoming project will blind you to all those unsaid things that will return to bite you in the behind.
And even if you CLEARLY put things in your contract and proposal - clients can sometimes come back and say things like, “but I thought we were going to sell at LEAST 100 more books than that…” even though it’s clearly written out that the goal for the month was 10!!
Well, that’s just a little bit on this topic – maybe I’ll dredge up a few more painful stories a little later. NICE way to get a free ticket
We have (still have!) a higher education client who was 2 weeks out from registration deadlines and saw a slump in matriculation. So, they went out and paid $5k+ for a 30-second video and sent it to us saying “post this online and boost it.”
Well, I obviously had questions. This was completely unplanned, and they hadn’t consulted us at all about a campaign like this. They had gone into panic mode and been convinced that a video ad was going to get them the results they wanted. I knew better, but I went along with it hesitantly.
We weren’t going to convince anyone in the next 10 days to go to college or go back to college. I had some specific recommendations for placement and messaging surrounding the video. Of course, we had to work with what we were given, but I had some pretty clear cut direction on how we could make the most out of this.
I never received a response to any of my edits or suggestions, but I was asked once again to just pump out the video to existing page followers. My gut feeling told me to save all of the emails with my recommendations and their rejection. Good call, because 30 days later when the success of the ad was questioned, I was able to refer back to the emails I had sent.
Because of this, we made an edit to our service agreement text. The recommendations section now reads:
The Company is not responsible for sub-par performance, errors, or losses resulting from recommendations not taken by The Client.
For example, should The Company advise against using a low-quality image because of bad end result, and The Client chooses to use the image anyway, The Company will not be responsible if the pixelated image results in a sub-par end product. In a similar example, The Company is not responsible for underperforming ads when The Client declines to follow targeting or copy recommendations."
LOVE THIS! Clear and to the point @amykpsh – this should be included in ALL social media manager contracts – And sorry you had to endure all of that - but good thing you trusted your intuition and kept all those records.